About the project:
This project focuses on aligning and standardizing brand communication across various contexts, such as error messages, acquisition, sales, and post-sales. It involves designing conversational flows for different products within CNP Seguradora, creating complete customer journeys from purchase through to post-sales. The goal is to map out potential improvements and identify any gaps in the process.
Vida mais segura
Product specialized in life, illness, and disability insurance.
Bolsa mais segura
Protection in case of theft or robbery of a bag, covering the card and financial transactions.
Funeral mais seguro
Product specialized in covering the customer’s funeral expenses.
Lar mais seguro
Home insurance that protects against unforeseen events and damages.
Negócio mais seguro
Business insurance that provides compensation in case of damages.
Vida mais segura
Family life insurance, allowing the selection of beneficiares.
Product creation timeline.
The process includes researching user needs, defining the problem, ideation, design, user testing, and iterative improvements. The final design is passed to developers, and a post-launch evaluation ensures it meets expectations. Highlighted in light blue is where I actively contributed to the project.
Product Acquisition Flow:
I developed the acquisition flow, mapping all customer touchpoints with both Correios and CNP Assurances. The main challenge in this phase was managing customer interactions with two different brands while purchasing a single product.
The Solution:
I created intuitive content and journeys, mapping potential issues users might encounter throughout the flow. I was also responsible for developing the product presentation pages for customers and standardizing brand communication across different channels.
Insurance Sales Landing Page on the Correios website.
The products are sold physically at each Correios agency but are also featured on both the Correios and CNP Assurances websites. I handled the creation and curation for both sites. Click the image below to view the full landing page.
Deliverables:
After the customer purchased the product at a Correios counter, CNP Seguradora contacted them via email, SMS, and WhatsApp. This required the creation of personalized messages for each point of contact with the customer.
While personalized messages were created for each product, I will illustrate the messages created for the Bolsa Mais Segura here.
- Aquisition e-mail
